Customer Success Manager, Agentia

About the Role

Copado is seeking a proactive, growth-minded Customer Success Manager to lead the strategic expansion and onboarding of our high-value customer base onto our next-generation platform, Agentia. Operating with a high-agency mindset, you will combine sales agility with technical product fluency to quarterback account migration roadmaps, run product demonstrations, handle renewal management, and resolve customer friction to transition accounts seamlessly onto Agentia.

In this role, you will prioritize and actively manage a targeted cohort of strategic, high-spend accounts, driving platform adoption, expansion, and long-term retention. Serving as the central hub for your accounts, you will partner cross-functionally with Account Executives, Support, and Product teams while leveraging modern CS technology to build a scalable, repeatable activation framework.

What You'll Do

• Serve as the primary quarterback migrating high-growth accounts to Agentia, ensuring rapid time-to-value and sustained platform engagement
• Deliver compelling, value-focused product demonstrations of Agentia Starter, highlighting AI-driven capabilities and positioning the upgrade path to customer stakeholders
• Develop lightweight transition roadmaps and presentation materials to guide customers from their current state to full Agentia adoption
• Prioritize and actively manage a targeted cohort of ~100 top-performing, high-spend Essentials accounts to drive expansion, deep adoption, and long-term retention
• Own contract renewals, commercial health, and retention efforts across your focus portfolio, proactively mitigating churn risks and identifying strategic upsell opportunities
• Act as the central cross-functional hub for accounts, triaging technical issues and pulling in specialist resources across Sales, Support, and Product to resolve blockers
• Utilize ChurnZero, Chargebee, and Salesforce to automate communication workflows, monitor account health triggers, and manage portfolio activity efficiently at scale
• Maintain structured engagement rules to focus energy on high-impact expansion opportunities while applying automated and self-service plays for ad-hoc requests
• Refine onboarding playbooks, activation tracking, and internal handoff workflows to establish a repeatable activation motion for Agentia

What We're Looking For

• 2–4+ years in customer-facing SaaS roles such as Account Management, Customer Success, Customer Activation, or Sales/BDR
• Strong consultative background with proven experience identifying growth signals, delivering product demos, and leading commercial renewal discussions
• Ability to articulate SaaS product capabilities, AI workflows, and DevOps or Salesforce concepts clearly without requiring deep software engineering skills
• Hands-on familiarity with modern Customer Success and RevOps platforms, including ChurnZero, Chargebee, and Salesforce, with an emphasis on workflow automation
• High agency, exceptional organizational skills, and the independent drive needed to bring structure to an evolving account base
• Prior experience within the Salesforce ecosystem, DevOps, or low-code application platforms is strongly preferred
• Proven track record of managing high-volume account portfolios using automated triggers and health scoring methodologies is preferred

Benefits

Copado offers a comprehensive benefits package, which includes:

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• 401(k) Plan
• Paid Time Off
• Wellness Perks

Copado is Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Copado does not accept unsolicited headhunter and agency resumes. Copado will not pay any third-party agency or company that does not have a signed agreement with Copado.

#LI-Onsite